Today's changed customer: making lovemaking difficult -- The customer remains the same: everything that isn't new under the sun -- Timeless customer service done right--and wrong: mastery versus catastrophe -- A Google of Apples a day: the art of anticipation in the modern world of customer service -- Anticipatory customer service: your culture -- Anticipatory customer service: your people -- Sangria, sippy cups, and Jesse Ventura: autonomy versus standards -- The rise of self-service: a boon to your customers--but only if you do it right -- Technological change and disabled customers: a true opportunity, if you avoid the missteps -- Shoulder your customer's burden (and make sure you're not adding to it!) -- Anti-social media: fears and hazards of the new landscape -- Social service: principles for social media customer service -- Listening: your ears are your most important technology.
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